DaJa Bowles
Atlanta
Summary
Dynamic Customer Service Manager with a proven track record of leading high-performing teams and delivering exceptional customer experiences. Expertise in optimizing service operations, resolving complex issues, and cultivating a customer-first culture that enhances satisfaction, loyalty, and operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Manager (CSM)
Woodgrain Millwork Inc
Lawrenceville, GA
09.2023 - Current
- Oversaw customer service strategies for Home Depot's National Account Team, focusing on effective communication and issue resolution.
- Led a team of customer service representatives, delivering guidance and support to enhance customer interaction quality.
- Developed and executed structured training initiatives to equip new hires with essential skills and knowledge.
- Engaged with cross-functional teams, including sales, marketing, and operations, to address escalated issues and deliver prompt resolutions.
- Established and maintained standard operating procedures (SOPs) aimed at enhancing service quality and operational efficiency.
- Analyzed key performance indicators (KPIs) including average response time, first call resolution rate, and customer satisfaction scores to enhance operational efficiency.
- Assessed team member performance through regular evaluations, providing actionable feedback and pinpointing areas for professional growth.
- Partnered with HR department to manage recruitment, hiring, and onboarding processes.
- Conducted data analysis to identify trends and inform strategic decisions.
- Developed comprehensive reports to present findings to stakeholders and management.
Purchasing Manager
Sports Licensing Solutions, LLC
Suwanee, GA
09.2020 - 11.2023
- Administered comprehensive purchasing and inventory management strategies, focusing on vendor selection, negotiation, and effective contract oversight.
- Fostered strategic partnerships with suppliers to secure timely deliveries and advantageous pricing agreements.
- Interpreted historical sales trends to inform demand forecasts, leading to improved inventory levels and reduced expenses.
- Streamlined procurement processes by negotiating bulk purchasing agreements and consolidating suppliers, resulting in significant cost reductions.
- Analyzed inventory levels consistently to pinpoint items for liquidation or discontinuation, enhancing overall stock efficiency.
- Developed and implemented cycle counting strategies that significantly increased inventory accuracy and minimized record discrepancies.
- Ensured compliance with corporate policies and applicable regulations governing procurement activities, mitigating company risks.
E-Commerce Specialist
Sport's Licensing Solutions
Suwanee, GA
02.2020 - 09.2020
- Managed all aspects of online advertising campaigns including budget allocation, keyword research, ad copy creation, and performance analysis
- Optimized product images and developed persuasive descriptions, ensuring product listings on various ecommerce platforms effectively attract and convert potential customers.
- Conducted market research to identify emerging trends and consumer preferences, informing product development decisions
- Analyzed market trends and implemented targeted e-commerce strategies to optimize online sales outcomes.
- Developed strategic partnerships with key vendors, expanding product offerings and securing favorable pricing terms.
Customer Support Analyst
Sports Licensing Solutions
Suwanee, GA
05.2019 - 04.2020
- Achieved high customer satisfaction by addressing phone and email inquiries effectively.
- Assisted in tracking orders and processing returns. Supported invoicing and filing claims to ensure smooth operations. Collaborated with team members to maintain accurate records.
- Managed customer interactions through CRM software, maintaining up-to-date account information and effectively tracking resolutions.
- Analyzed recurring customer concerns and trends to inform product development strategies.
- Handled peak period incoming calls to maintain exceptional service quality and prompt response times.
- Focused on maintaining exceptional service standards to consistently meet or exceed performance metrics, including response time and customer satisfaction.
- Exhibited strong problem-solving abilities by diagnosing root causes of issues and executing effective solutions for customers.
Area Manager
Amazon
Braselton, GA
05.2017 - 05.2019
- Analyzed metrics and reported root causes of errors and defects to enhance quality control.
- Supervised up to 15 associates across three departments, ensuring productivity targets were consistently achieved.
- Assisted in training and mentoring associates through constructive feedback and coaching. Supported development initiatives to enhance associate skills and performance. Fostered a collaborative environment to promote team growth and engagement.
- Coordinated efforts with cross-functional teams to ensure alignment of operational strategies with overarching corporate goals.
- Oversaw compliance with safety regulations, enhancing workplace safety standards across all facilities.
- Established key performance indicators for operational success, driving accountability within teams.
- Boosted team morale and productivity by fostering a positive work environment and offering regular feedback.
- Managed multiple projects simultaneously while adhering to strict deadlines and budget constraints.
Education
Master of Business Administration - Business Analytics
Murray State University
Murray, KY05-2021
Bachelor of Science - Business Administration And Management
Murray State University
Murray, KY05-2017
Skills
- Skilled in data analysis using Excel
- Experience with SAP systems
- Supply chain procurement
- Data-driven decision making
- Customer service
- Problem-solving
- Customer focused
- Analytical decision-making
- Exceptional interpersonal communication
- Strategic leadership abilities
Timeline
Customer Service Manager (CSM)
Woodgrain Millwork Inc
09.2023 - Current
Purchasing Manager
Sports Licensing Solutions, LLC
09.2020 - 11.2023
E-Commerce Specialist
Sport's Licensing Solutions
02.2020 - 09.2020
Customer Support Analyst
Sports Licensing Solutions
05.2019 - 04.2020
Area Manager
Amazon
05.2017 - 05.2019
Master of Business Administration - Business Analytics
Murray State University
Bachelor of Science - Business Administration And Management
Murray State University